Guest Experience Associate
1 week ago
1 year exp
**Roles & Responsibilities**
**About the job**
Hmlet is the leading flexible living brand in Asia, disrupting the home rental market by offering urbanities a curated, cost effective and hassle-free accommodation solution. Backed up by Sequoia Capital and Burda Principal Investments, we change the way people live by leveraging technology, design, planning, and services in the evolving reality of real estate.
Cantonment offers 145 individually designed rooms from a min of 6 nights length of stay, co-working, co-living areas and modern facilities including an outdoor plunge pool. This is a unique opportunity to work with hospitality and co-living professionals.
As a Guest Experience Associate, you are a Hmlet brand ambassador and will be a part of a high performing team at our Boutique property, contributing to the optimization of revenue, occupancy, average rate, and also delivering the level of service that produces guest satisfaction.
**Your responsibilities will include**:
- Greeting guests and performing check-in and check-out duties
- Creating the satisfactory level of engagement with guests by showing interest, anticipating requests and engaging with them throughout their stay
- Delivering high-quality customer service by listening to guests’ requests and concerns and coordinating with internal teams to resolve issues and find appropriate solutions to resolve tickets promptly
- Managing reservations, monitoring room inventory and assigning rooms when on shift
- Communicating with the Sales team or other stakeholders to coordinate and conduct the necessary pre-arrival work for VIPs, corporate clients, groups etc.
- Monitoring and maximising room inventory to accommodate new sales leads and reservations
- Proactively encourage longer length of stay for in-house guests
- Proactively upsell to hit monthly team and individual targets
- Proactively looking for areas for development and improvement for yourself and others
- Updating guest data in the PMS and other IT systems as required
- Ensuring compliance to all SOPs and standards
**The skills, attitude and experience we require are**:
- A minimum of 1 year of experience in a similar role in the hospitality or customer relations industry (guest relations, customer service or help desk position, or similar) preferably in a hotel or serviced apartment environment
- Independent with exceptional customer service and teamwork skills
- Understand the importance of teamwork as well as individual contributing towards a common goal
- Excellent interpersonal, written and verbal communication skills
- A willingness to work rotating shifts - Shifts are of 5 days / week including weekends, PH and both morning, afternoon and night shifts when required
- Active listening and problem-solving skills, with the ability to accurately assess a situation and respond appropriately to resolve all comments, tickets, queries and concerns professionally
- Tech-savvy with experience working with Microsoft Office, Google Drive, and PMS/helpdesk systems
Hmlet is a real estate operating platform leveraging technology to deliver premium living solutions. Backed up by Sequoia Capital and Burda Investments, we change the way people live by providing flexibility, greater convenience, better accessibility and service excellence.
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